IT Desktop Support Specialist

University of Chicago • Chicago, IL

2d • Hybrid

About The Position

This position provides critical IT support for the Institute for the Study of Ancient Cultures (ISAC). The role supports ISAC's research and educational mission by assisting faculty, staff, and researchers with technology onboarding, equipment management, user support, and security compliance. Working closely with ISAC leadership, this role ensures effective coordination of systems, services, and resources that enable ISAC's research initiatives. This position provides first-tier support to resolve end-user issues related to computing hardware, networking, software, and site licensing. Supports ISAC faculty and staff through the configuration and installation of basic applications and computing peripherals. With moderate direction from others, deploys a variety of devices to end users, including computers, tablets, printers/copiers, and maintains servers.

Requirements

• Minimum requirements include a college or university degree in related field.
• Minimum requirements include knowledge and skills developed through 5-7 years of work experience in a related job discipline.

Nice To Haves

• Knowledge of basic networking concepts (TCP/IP, DNS, DHCP).
• Familiarity with ServiceNow ticketing system.
• Understanding of PC/Mac platforms.
• Proficiency supporting Microsoft 365 Applications (Outlook, OneDrive, Teams, SharePoint, etc.).
• Effective time management skills.
• Effective decision-making skills.
• Excellent organizational skills with an emphasis on resolution and follow-through.
• Ability to communicate technical information to a non-technical audience.

Responsibilities

• Responsible for the maintenance of ISAC server infrastructure (including both on-premise & cloud-based/virtual machine servers) in partnership and collaboration with IT Services (ITS).
• Serves as a technical resource for new and existing ISAC research projects and programs.
• Manages, maintains, and supports ISAC’s point-of-sale (POS) terminals for the ISAC Museum Shop & other revenue-generating programs.
• Actively participates in, oversees, develops, and coordinates internal and University-wide IT initiatives.
• Represents ISAC at the monthly University-wide Information Technology Leadership Council (ITLC) meetings.
• Works independently to solve complex end-user issues involving hardware, site licensing, software, and networking.
• Administers operating systems, maintains security, and implements backup procedures for the unit’s information systems and peripheral equipment, such as servers, desktops, printers, and storage devices.
• Manages, maintains, and supports audio/visual infrastructure that supports ISAC research, teaching and programming.
• Represents and serves as a lead on internal meetings and that require input and involvement from an IT perspective (including but not limited to the website redesign committee, hiring committees, and ad-hoc committees for new research and programming initiatives).
• Manages and records the inventory of ISAC-owned computers, laptops, and tablets.
• Builds strong professional relationships with ISAC faculty and staff to understand and address ongoing issues through weekly meetings with stakeholders.
• Communicates with users to understand their computing needs and implements procedures to accommodate them.
• Provides advice and consultation on all information technology issues, including procurement of computing hardware, and interaction with hardware and software vendors as required.
• Maintains a high level of awareness of current issues in technology and engages in continuing education.
• Guides a variety of IT support activities for end-user hardware/software resolution, and guides end users through troubleshooting procedures.
• Uses fundamental knowledge of University software systems to recommend system modifications to reduce user problems.
• Uses in-depth knowledge of IT support best practices and experience with the University IT systems to conduct analyses and contribute to the resolution of complex problems.
• Provides technical guidance in setup, installation, and configuration of desktop hardware and software in compliance with internal controls, policies, and standards.
• Performs other related work as needed.

Benefits

• The University of Chicago offers a wide range of benefits programs and resources for eligible employees, including health, retirement, and paid time off. Information about the benefit offerings can be found in the Benefits Guidebook.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees